Customer Service/Administrative Assistant

Position: Customer Service Representative

 

Job Summary: Express Employment is seeking a Customer Service Representative for an employer located in the Madison area. This employer is committed to the highest standard of Customer Relations principles for its customers and fellow staff members. Staff will serve as role models by practicing exemplary behaviors when working with customers and fellow staff members.

Location: Madison, WI

Pay Based Upon Experience: $13.00-$14.00

Schedule: Monday through Friday from 7:00 a.m. until 4:30 p.m. (overtime very likely)

Qualifications:

The following qualifications are typically through the possession of a high school diploma or equivalent and one (1) to three (3) years of relevant work experience.

• Ability to effectively increase customer satisfaction and maintain long-term customer relations.
• Ability to effectively communicate in verbal and written forms, and maintains confidentiality of sensitive information.
• Ability to organize and maintain a consumer-friendly service environment.
• Outstanding interpersonal skills; demonstrated ability to work effectively with customers and staff.
• Ability to handle on going, multiple tasks under tight timelines.
• Ability to work as part of a support team serving multiple service lines.
• Knowledge of and ability to learn software programs such as Microsoft Word, Outlook, Excel, Access, Power Point, e-mail, internet, electronic calendars, etc.
• Experience or ability to learn WAM (database specific to waste and recycling hauling and data destruction).
• Proficient in the operation of office machines such as personal computer, fax machines, and copy machine.
•  

Duties and Responsibilities:

 The Customer Service Representative primarily fields customer phone and email inquiries and orders. Under the management of the Customer Service Supervisor, the incumbent is also responsible for database management, data entry, reporting, and general technical and clerical support for the Sales staff. Knowledge of or ability to learn service lines, database, spreadsheet, word processing and other related software packages to effectively increase customer satisfaction is extremely important.

The Customer Service Representative must present a positive image to the public, exercise discretion, initiative and good judgment and be able to handle stressful situations with tact.

The position requires the strong ability to plan and schedule work since the incumbent is responsible for performing multiple tasks while still maintaining excellent customer service. High levels of phone skills, organization, computer skills and writing and editing are essential.

The incumbent’s work is performed under limited supervision while complying with policies, practices and procedures prescribed by the company.

The position is exposed to sensitive information relating to service rates, customer information, contact information and general company information.

 

Core Organizational Competencies:

Technical Skill: Incumbent performs his/her job demonstrating technical ability, understanding of job expectations and compliance with organizational policies and procedures. The incumbent performs the following job responsibilities:

 

90% Field Customer Calls and Provide Excellent Customer Service

• Field customer calls relating to roll off, front load, residential, rotator, data destruction, and other services offered.
• Provide accurate service and pricing information to customer inquiries and sales.
• Enter accurate information into the WAM database or similar database.
• Create accurate and timely dispatches.
• Provide a high level of customer support for information requests, troubleshooting service issues and coordinate efforts with the Customer Service Department, Dispatch and Sales.10% Sales Staff Support
•  

• Participate in the planning and improvement of department processes.
• Provide regular requested reports of the division.
• Other relevant duties as assigned PERFORMANCE MEASURES:
•  

• Increased customer satisfaction, i.e. decrease in problem calls, calls answered within two rings, timely follow-up with customers issues and inquiries.
• Positive feedback from the Customer Service Department, Sales Department, Operations and other internal and external customers.
• Accurate and timely creation of dispatches, orders and well organized presentations.
• Successful management of the service database. Teamwork: Incumbent is expected to participate as a member of the Operations, Sales, and Customer Service Department, sharing mutual goals and a common mission. Incumbent will demonstrate respect and cooperative relationships in fulfilling the goals and mission of this position.
• Communication: Incumbent will demonstrate good interpersonal skills. All communications, verbal and written, must demonstrate a commitment to customer service and excellence. Incumbent must effectively send, receive, and respond to information ensuring a high level professionalism. The incumbent is exposed to highly sensitive information in the routine performance of his/her duties and, therefore, recognizes and respects the confidential nature of all communications, both verbal and written.

 

Initiative: Incumbent is committed to and performs quality work contributing to quality customer service. Incumbent assumes responsibility and accountability for his/her actions. To meet the challenges of a changing environment, incumbent is timely in meeting his/her job responsibilities and strives to provide excellent customer service. Incumbent values accomplishments and shows enthusiasm and pride in Pellitteri Waste Systems, Inc. Incumbent demonstrates a self-directed work effort that confirms

 

Four Ways to Apply:

• Resumes may be emailed to

• Complete an application on our website submit it to the Madison, Wisconsin location

• Call our office 608-237-8717

• Visit our office 1731 Thierer Rd, Madison, WI 53704

 

 

About Express Employment Professionals:

Express can help you find the type of job that is a perfect fit for your needs and abilities, and you’ll never pay a fee for our services and support. Whether you’re looking for a full-time position, part-time work, or a more flexible schedule, Express can place you in a wide range of jobs that meet your employment goals, including Administrative, Commercial, and Professional positions. Let us help you today!

 

Benefits Available to Eligible Express Associates:

• Medical Plan
• Dental Plan
• Holiday Pay (6 Days Observed)
• 401(k) Retirement Savings Plan
• Vision/Eyewear Plan
• Vacation Pay
• Life Insurance
• Prescription Drug Reimbursement
• Short-Term Disability
• Referral Bonuses

 

For a complete listing of all open positions, visit